Patient Service Representative

UnitedHealth Group • Quincy, MA

7d • $16 - $29 • Remote

About The Position

The Patient Service Representative screens incoming patient inquiries received by phone, online or through medical-record messages, and other channels, determining whether to handle them directly or refer them to other team members. The role resolves patient issues and supports patient satisfaction, patient flow, and compliance with procedures and guidelines. It initiates requests for forms, letters, medication renewals, referrals, prior authorizations, and other administrative needs, and answers related questions.

The representative reviews and helps update missing or outdated patient-record information, including demographics, primary care physician selection, and insurance. The role coordinates with patients, interdisciplinary teams, department staff, providers, and outside agencies; reviews appointment schedules to support clinic utilization and patient needs; and assists with accurate data collection, problem-solving, quality and productivity improvement, special projects, and department programs. Difficult or highly complex calls may be referred to higher-level staff.

This is a full-time remote position for someone residing within commuting distance of 500 Congress St, Quincy, Massachusetts. Employees work Monday through Friday on an eight-hour shift schedule during business hours of 8:30 a.m. to 5:00 p.m. Eastern, with occasional overtime potentially required. Up to three weeks of paid training takes place on-site at a Quincy location, with training hours based on the schedule or discussed on the first day. Remote employees must maintain a dedicated, private work area, secure sensitive company documents, and have access to an approved high-speed internet connection. The hourly pay range is $16–$29, based on full-time employment and factors such as local labor markets, education, experience, and certifications. The employer also describes a comprehensive benefits package and incentive and recognition programs, subject to eligibility requirements.

Requirements

• High school diploma/GED or equivalent work experience.
• Must be at least 18 years old.
• At least 1 year of experience working in a medical, healthcare, or medical insurance setting.
• Electronic Medical Record (EMR) experience, or aptitude to master an EMR based on other technology experience.
• Experience booking, rescheduling, and canceling appointments, and verifying patient eligibility using digital scheduling platforms.
• Proficiency in Outlook, Teams, Word, and Excel for communication, scheduling coordination, reporting, and internal collaboration.
• Ability to complete up to three weeks of on-site training at a Quincy location.
• Reside within commuting distance of 500 Congress St, Quincy, MA 02169.
• Ability to keep company-sensitive documents secure, if applicable.
• Ability to maintain a dedicated work area separated from other living areas that provides information privacy.
• Must live where an approved high-speed internet connection is available or have existing high-speed internet service.
• Good time-management skills.
• Well organized.
• Ability to solve problems and multitask.
• Strong communication skills and attention to detail.
• Adherence to UnitedHealth Group’s Telecommuter Policy for remote employees.
• Must pass a drug test before beginning employment.

Nice To Haves

• At least 1 year of experience working in a clinical setting.
• Epic experience.
• Working knowledge of patient-related documents.

Responsibilities

• Screen incoming patient inquiries through phone, online or medical-record messages, and other channels; determine whether to handle them or direct them to other team members.
• Communicate courteously and in a patient-focused manner while providing customer service and problem-solving support.
• Resolve issues involving patient satisfaction, patient flow, and compliance with procedures and guidelines; advocate for patients as appropriate.
• Participate in resolving operational difficulties and communicate department issues and problems to the supervisor as needed.
• Resolve patient issues and support satisfaction; refer difficult or highly complex calls and issues to higher-level staff when appropriate.
• Initiate requests for forms, letters, medication renewals, referrals, prior authorizations, and other administrative needs, and answer related questions.
• Review and facilitate updates to missing or outdated patient-record information, including demographics, primary care physician selection, and insurance.
• Maintain effective and efficient communication with patients, interdisciplinary teams, department staff, providers, and other agencies.
• Review department appointment schedules to help optimize clinic utilization and meet clinic and patient needs.
• Assist with basic data collection and ensure data is collected properly and accurately, such as no-show reports and telephone statistics.
• Participate in problem-solving activities focused on productivity and quality, and work with supervisors on continuous department improvement.
• Participate in department-specific special projects and ongoing programs.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits package, subject to eligibility requirements.
• Incentive and recognition programs, subject to eligibility requirements.
• Equity stock purchase, subject to eligibility requirements.
• 401(k) contribution, subject to eligibility requirements.
• Up to three weeks of paid training.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED